https://kings.game

Hi, I claimed the third deposit bonus and completed the bonus wagering. My balance was 1011 USDT after finishing the wagering requirements. However, after my last bet the balance suddenly changed and I only received 1x the bonus value. I contacted customer support and they told me this happened because I had made a withdrawal request. However, the withdrawal request was made before the third deposit was processed. The casino processed the withdrawal request after the third deposit and after I had claimed the deposit bonus. This situation is unfair because I cannot control the casino’s withdrawal processing time. I made the withdrawal request earlier, but it was handled only after the third deposit and the bonus claim. I have not violated any of the casino’s terms and conditions. For this reason, I believe the decision to reduce my balance to only 1x the bonus value is not justified.

Hello, Please send us your account details, such as the email address you used to register your account.

Hello, Thank you for bringing this matter to our attention. We have carefully reviewed the situation and confirmed that the issue was caused by a technical inconsistency on our side during the processing of your bonus and withdrawal sequence. After completing our internal check, we concluded that this case did not result from any violation of the platform’s Terms and Conditions on your part. The matter has now been taken into account and resolved accordingly. The Welcome Bonuses have been restored to your account, and additional Free Spins have also been credited as a goodwill gesture and as a token of appreciation for helping us identify this issue. We sincerely apologize for the inconvenience caused. We appreciate your patience, understanding, and the time you took to report the matter to us. Feedback like yours helps us improve the stability and quality of our services. If you notice anything further or have any additional questions, please feel free to contact our support team. Best regards, Kings.Game Team

Also, we would like to note that for each deposit made as part of the Welcome Bonus, the maximum bonus amount is specified in the terms as 1,000 USD. Accordingly, for each of the Welcome Bonus stages, the maximum amount that can be received after completing the wagering requirements is 1,000 USD. In addition, we identified a technical issue in the modal window, where an incorrect currency was displayed. This was a visual error on our side and was also taken into account during the review of this case.

Hello, this is not correct. Nowhere on the site does it say that the maximum bonus is 1000 USD or that the maximum withdrawal is 1000 USD. As shown in the picture, it says that the bonus could be claimed up to 1000 Solana, and there is no mention of any maximum withdrawal. I am still waiting for the credit to be added to my balance.

Dear, casino and Mike The casino has withheld 950.22 USD fr om my account, stating that the maximum winnings from the bonus are limited to 1x the bonus amount. However, at the time of my deposit and bonus claim, the Terms of Use or bonus rules did not specify any maximum winnings or lim it. Even if there was a technical error in the modal window or if the casino is relatively new, this does not justify applying a rule that was not included in the terms at the time. A responsible operator should ensure that the Terms of Use and bonus rules are clear, transparent, and comprehensive, providing users with accurate information before they deposit or claim bonuses. Implementing a new rule after the bonus has already been claimed and the wagering completed is therefore unfair and cannot be applied retroactively. I request that my account be adjusted to reflect the full bonus balance and any winnings earned, based on the information and conditions that were in effect when I made the deposit and completed the bonus wagering. Account id: hummos0@proton.me

At the time of deposit, the maximum bonus amount of 1,000 USD was clearly indicated. This was the condition displayed at the moment of deposit and remains applicable within the terms of this bonus offer. You made your deposit under these conditions. The bonus was credited to you in accordance with the stated deposit bonus percentage. After completing the wagering requirements, the amount made available to you was the amount that had actually been credited to your bonus balance upon activation of the bonus. Therefore, this does not concern any additional bonus beyond the amount originally credited. At this time, your bonus has been processed in accordance with the terms of the offer that were in effect at the time of deposit. In this regard, we kindly ask you to clarify what exactly your question is and what exactly you are claiming.

If you are claiming the amount that was displayed during the wagering process, such a claim is incorrect. Those funds were bonus money intended for fulfilling the wagering requirements, not a final amount to be retained after the wagering was completed. In this case, the final bonus amount is the amount that was actually credited to your bonus balance upon deposit, in accordance with the bonus terms and the applicable bonus percentage. You are correct that this point was not reflected clearly enough in the interface. However, nowhere on the website is it stated that the full amount used during wagering would automatically be transferred in full to the main balance after the wagering requirements were completed. Since this situation is disputed and, to some extent, both parties have grounds for their position, as a compromise we are prepared to transfer 50% of the amount that was on your bonus balance to your real balance, which equals 500 USD. At the same time, please note that for your 50 USD deposit, the maximum bonus amount at 125% is 62.50 USD, in accordance with the terms of the offer that were in effect at the time the bonus was activated. We would also like to emphasize that this decision is an exception and is being granted to you on an individual basis as a one-time compromise in this situation.

Dear Support Team, Thank you for your explanation. I understand that the maximum bonus amount of 1,000 USD was indicated at the time of deposit. However, the issue is not the stated maximum deposit bonus, but the fact that after completing all wagering requirements, my balance showed 1,011 USDT, yet 950.22 USD was later withheld, leaving only 1x the bonus value. At the time of my deposit and bonus claim, there was no clause in the Terms of Use or bonus rules limiting the amount of bonus winnings or restricting conversion of the wagering balance. The current interpretation that reduces my balance to 1x the bonus is a new rule applied retroactively, after I had already deposited, claimed the bonus, and completed all wagering requirements. Even if there was a technical error or the casino is relatively new, this does not justify applying a previously non-existent limit. Standard contract principles require that terms must be clear, transparent, and enforceable at the time of the transaction. Introducing a new rule after the bonus has been played is unfair and not acceptable. I am therefore requesting that my account be adjusted to reflect the full bonus balance and any winnings I reasonably expected, based on the information and conditions that were in effect when I made the deposit and completed the bonus wagering.

As already explained above, there were no grounds to expect that the full amount of the bonus balance would be transferred to the real balance, as such a condition is also not stated anywhere. Therefore, our offer to credit 50% of the bonus balance, which amounts to 500 USD, as a compromise intended to satisfy both parties is final and not subject to further appeal or revision.

Dear Mike, As we have been discussing, I would like your opinion on the bonus balance issue with [kings.game]. After completing all wagering requirements, my balance showed 1,011 USDT. The casino later reduced this to only 1x the bonus value, citing a new rule about maximum bonus winnings. The problem is that at the time of deposit and bonus claim, the Terms of Use and bonus rules did not specify any maximum win or limit. Applying a new rule retroactively, after the bonus has been played and wagering completed, is unfair and not consistent with standard contract principles. The casino clearly did not provide transparent terms covering this restriction. I would appreciate your guidance on this matter and your opinion on whether the casino’s action is justified under standard practices, as it seems the retroactive application of the new rule is not acceptable.

We have discussed this situation. In this case, we can offer two options for how to proceed. As a compromise, the casino is willing to credit 50% of the bonus balance, as the rules were not written very clearly, and you will receive $500 to your balance. Alternatively, the casino can refund your deposits, which is also a fair option. In this case, you will not lose anything.

Choose any of the options below and write about your choice here.

Hi, I accept your offer of 50% of the bonus back, but please ensure it is credited to my real balance accurately, reflecting the winnings I earned from the bonus and completed wagering.

The amount of 500 USDT has been credited to your account. Any further bonuses will be subject to the rules described above. These terms will also be added to the website in the near future.

Great, we have sent the information. When you receive the money in your account, please reply here.

Hi, i received. Thanks for helping and have good day.